Creating an issue

Queues

Queues in Service Desk aren't the same as queues in RT. In Service Desk, they are sort of like saved searches that anyone in the entire Service Desk can look at.

Go to Service Desk in the nav bar

Click on your Service Desk

Navigate through the queues at the left. For all Service Desks except for Technology Help Desk, these queues are set up by issue type. Want to see something different? One of your Service Desk Administrators can edit what queues are visible.

Remember that queues are specific to one Service Desk. So, if you handle tickets in multiple Service Desks, you may want to set up your dashboard to look at issues in multiple Service Desks.

Dashboards

The dashboard is the homepage that you see right after you log in. You can use the default System Dashboard or make your own. If you've made your own, you can share it with just people in your Service Desk or to anyone in the organization.

Dashboards are handy to use if you want a customized view into your own issues, compared with queues, which are set up for the entire Service Desk.

Here are some things you can put on a dashboard:

A saved search / filter (see below)

Issues assigned to you

Recent activity stream

Check out these 5 steps to build a killer dashboard, including this pro tip: "Avoid dashboard blindness! When you start with too much information, it’s like highlighting every sentence in the entire book. Start small, then tweak and evolve your dashboard over time."

Getting Emailed about Issues

In general, we recommend that people use the Service Desk interface to triage issues. If you need to get emailed about new issues / changed issues / issues that might need your attention, however, you first set up a Filter (see above), and then you subscribe to get emailed on a certain schedule and whenever those conditions are met. Here are a few examples: